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[24]7 AIVA - the Only Virtual Agent with Combined Conversational and Informational Capabilities - [24]7.ai - ContactCenterWorld.com Blog

[24]7 AIVA - the Only Virtual Agent with Combined Conversational and Informational Capabilities

Today, as part of our Winter 2018 Release, we announced enhancements to our flagship product, [24]7 AIVA, to create a Virtual Agent that now supports both informational and conversational journeys in a single solution. This will enable enterprises to handle everything from simple queries to complex interactions.

We also announced that our virtual agents have handled more than 200 million inquires in 2017, a 50 percent increase over the previous year, and now have more than 150 patents and patent applications.

Until now, enterprises looking for comprehensive virtual agent solution had to settle for either an informational virtual agent or a conversational one. While some questions have only one right answer, complex customer interactions require more sophisticated conversational approach. [24]7 AIVA delivers the right solution for each journey, and automates interactions through cognitive capabilities that provide “near human” experiences.


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[24]7 AIVA connects to enterprise systems in order to predict intent and personalize responses to resolve customer issues quickly without requiring a human agent. Companies can now start by automating simple FAQs and bridge to more complex transactions that utilize conversational AI to provide near human interactions. As the only company whose solution works across both voice and digital channels, we are seeing a spike in interest, signing up clients at a record pace and expect a significant increase in automated interactions by the end of the year.

In addition to the next generation of [24]7 AIVA, the Winter 2018 Release includes enterprise tool integrations which improves agent productivity by offering quick access to data:

  • Integration with Leading CRM and Help Desk Apps – We now deliver out-of-the-box integrations to more than 20 leading CRM and Help Desk applications such as Microsoft Dynamics and Salesforce. [24]7.ai can rapidly integrate the [24]7 Platform and its suite of products to the leading enterprise cloud applications through a single, uniform API. 
  •  
  • Improved Reporting and Tools - Content Manager allows users to create, organize and publish Knowledge Base and virtual agent content; Modeling Workbench that allows developers and data scientists to create, test and tune Natural Language models used to predict intent.  Enhanced enterprise-grade analytics to deliver valuable insights into customer experiences that identify “hot spots” for immediate action, measure customer interaction containments and put information to work in order to create a seamless customer experience.

 

There’s never been a better time for enterprises to think about using virtual agents to scale and automate interactions, and we are proud to lead this market.

Topics: Customer Engagement
Scott Horn, Chief Marketing Officer

Source: http://www.247-inc.com/company/blog/247-aiva-only-virtual-agent-combined-conversational-and-informational-capabilities

Publish Date: February 20, 2018 5:00 AM


2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 



View more from [24]7.ai

Recent Blog Posts:
[24]7 AIVA - the Only Virtual Agent with Combined Conversational and Informational CapabilitiesFebruary 20, 2018 5:00 AM
Goodbye AHT – Hello Time to IntentJanuary 31, 2018 5:00 AM
Why Natural Language Technology Will Let You DownJanuary 30, 2018 5:00 AM
How Does [24]7.ai Compare to the Competition?January 23, 2018 5:00 AM
Last Call for Digital TransformationJanuary 9, 2018 5:00 AM
Case Study: How [24]7 Active Share Transforms the Voice ExperienceDecember 14, 2017 5:00 AM
Fall 2017 Release Features Intelligent Messaging, Support for Apple Business Chat and Vivid Speech FunctionalityNovember 15, 2017 5:00 AM
[24]7 AIVA Powers both Speech and Digital ChannelsAugust 16, 2017 5:00 AM
Chatbots for Travel: A Customer Engagement Balancing ActJanuary 5, 2017 5:00 AM
There's No Better Gift Than Optimizing Your Customer Experience StrategyNovember 15, 2016 5:00 AM

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